513 lines
22 KiB
PHP
513 lines
22 KiB
PHP
<?php
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namespace App\Http\Controllers\Agent\helpdesk;
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// controllers
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use App\Http\Controllers\Controller;
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// models
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use App\Model\helpdesk\Agent\Department;
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use App\Model\helpdesk\Agent\Teams;
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use App\Model\helpdesk\Email\Emails;
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use App\Model\helpdesk\Manage\Help_topic;
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use App\Model\helpdesk\Manage\Sla_plan;
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use App\Model\helpdesk\Ticket\Ticket_Priority;
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use App\Model\helpdesk\Ticket\Ticket_Status;
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use App\Model\helpdesk\Workflow\WorkflowAction;
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use App\Model\helpdesk\Workflow\WorkflowName;
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use App\Model\helpdesk\Workflow\WorkflowRules;
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use App\User;
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/**
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* TicketWorkflowController.
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*
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* @author Ladybird <info@ladybirdweb.com>
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*/
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class TicketWorkflowController extends Controller
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{
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/**
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* constructor
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* Create a new controller instance.
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*
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* @param type TicketController $TicketController
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*/
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public function __construct(TicketController $TicketController)
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{
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$this->TicketController = $TicketController;
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}
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/**
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* This is the core function from where the workflow is applied.
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*
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* @return type response
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*/
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public function workflow($fromaddress, $fromname, $subject, $body, $phone, $phonecode, $mobile_number, $helptopic, $sla, $priority, $source, $collaborator, $dept, $assign, $team_assign, $ticket_status, $form_data, $auto_response)
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{
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$contact_details = ['email' => $fromaddress, 'email_name' => $fromname, 'subject' => $subject, 'message' => $body];
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$ticket_settings_details = ['help_topic' => $helptopic, 'sla' => $sla, 'priority' => $priority, 'source' => $source, 'dept' => $dept, 'assign' => $assign, 'team' => $team_assign, 'status' => $ticket_status, 'reject' => false];
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// get all the workflow common to the entire system which includes any type of ticket creation where the execution order of the workflow should be starting with ascending order
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$workflows = WorkflowName::where('target', '=', 'A-0')->where('status', '=', '1')->orderBy('order', 'asc')->get();
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foreach ($workflows as $workflow) {
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// checking if any workflow defined in the system
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if ($workflow) {
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// get all the rules of workflow which has a foreign key of those workflow which are applied to creating any ticket from any source
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$worklfow_rules = WorkflowRules::where('workflow_id', '=', $workflow->id)->get();
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foreach ($worklfow_rules as $worklfow_rule) {
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// checking for the workflow rules to which workflow rule type it is
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if ($worklfow_rule->matching_scenario == 'email') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflow->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'email_name') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email_name'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflow->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'subject') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['subject'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflow->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'message') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['message'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflow->id, $ticket_settings_details);
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}
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}
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}
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}
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}
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if ($source == 1) {
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// get all the workflow which are applied to ticket generated via webforms and in ascending order
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$workflows_webs = WorkflowName::where('target', '=', 'A-1')->where('status', '=', '1')->orderBy('order', 'asc')->get();
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foreach ($workflows_webs as $workflows_web) {
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if ($workflows_web) {
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$worklfow_rules = WorkflowRules::where('workflow_id', '=', $workflows_web->id)->get();
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foreach ($worklfow_rules as $worklfow_rule) {
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if ($worklfow_rule) {
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// checking for the workflow rules to which workflow rule type it is
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if ($worklfow_rule->matching_scenario == 'email') {
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if ($this->checkRuleCondition($contact_details['email'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_web->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'email_name') {
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if ($this->checkRuleCondition($contact_details['email_name'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_web->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'subject') {
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if ($this->checkRuleCondition($contact_details['subject'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_web->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'message') {
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if ($this->checkRuleCondition($contact_details['message'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_web->id, $ticket_settings_details);
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}
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}
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}
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}
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}
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}
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}
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if ($source == 2) {
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// get all the workflow which are applied to ticket generated via emails and in ascending order
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$workflows_emails = WorkflowName::where('target', '=', 'A-2')->where('status', '=', '1')->orderBy('order', 'asc')->get();
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foreach ($workflows_emails as $workflows_email) {
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if ($workflows_email) {
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$worklfow_rules = WorkflowRules::where('workflow_id', '=', $workflows_email->id)->get();
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foreach ($worklfow_rules as $worklfow_rule) {
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if ($worklfow_rule) {
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// checking for the workflow rules to which workflow rule type it is
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if ($worklfow_rule->matching_scenario == 'email') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_email->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'email_name') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email_name'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_email->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'subject') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['subject'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_email->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'message') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['message'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_email->id, $ticket_settings_details);
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}
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}
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}
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}
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}
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}
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}
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if ($source == 4) {
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// get all the workflow which are applied to ticket generated via API and in ascending order
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$workflows_apis = WorkflowName::where('target', '=', 'A-4')->where('status', '=', '1')->orderBy('order', 'asc')->get();
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foreach ($workflows_apis as $workflows_api) {
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if ($workflows_api) {
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$worklfow_rules = WorkflowRules::where('workflow_id', '=', $workflows_api->id)->get();
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foreach ($worklfow_rules as $worklfow_rule) {
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if ($worklfow_rule) {
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// checking for the workflow rules to which workflow rule type it is
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if ($worklfow_rule->matching_scenario == 'email') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_api->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'email_name') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['email_name'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_api->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'subject') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['subject'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_api->id, $ticket_settings_details);
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}
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} elseif ($worklfow_rule->matching_scenario == 'message') {
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if ($rule_condition = $this->checkRuleCondition($contact_details['message'], $worklfow_rule->matching_relation, $worklfow_rule->matching_value) == true) {
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$ticket_settings_details = $this->applyActionCondition($workflows_api->id, $ticket_settings_details);
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}
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}
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}
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}
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}
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}
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}
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//dd($form_data);
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if ($ticket_settings_details['reject'] == true) {
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return ['0' => false, '1' => false];
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} else {
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$create_ticket = $this->TicketController->create_user($contact_details['email'], $contact_details['email_name'], $contact_details['subject'], $contact_details['message'], $phone, $phonecode, $mobile_number, $ticket_settings_details['help_topic'], $ticket_settings_details['sla'], $ticket_settings_details['priority'], $source, $collaborator, $ticket_settings_details['dept'], $ticket_settings_details['assign'], $form_data, $auto_response, $ticket_settings_details['status']);
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return $create_ticket;
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}
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}
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/**
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* function to check the rules applied to the ticket workflow.
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*
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* @param type $to_check
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* @param type $condition
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* @param type $statement
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*
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* @return type boolean
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*/
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public function checkRuleCondition($to_check, $condition, $statement)
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{
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if ($condition == 'equal') {
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$return = $this->checkEqual($statement, $to_check);
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} elseif ($condition == 'not_equal') {
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$return = $this->checkNotEqual($statement, $to_check);
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} elseif ($condition == 'contains') {
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$return = $this->checkContains($statement, $to_check);
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} elseif ($condition == 'dn_contain') {
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$return = $this->checkDoNotContain($statement, $to_check);
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} elseif ($condition == 'starts') {
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$return = $this->checkStarts($statement, $to_check);
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} elseif ($condition == 'ends') {
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$return = $this->checkEnds($statement, $to_check);
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}
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// elseif($condition == 'match') {
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//
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// } elseif($condition == 'not_match') {
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//
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// }
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return $return;
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}
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/**
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* function to check if the equal functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkEqual($statement, $to_check)
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{
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if ($statement == $to_check) {
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return true;
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} else {
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return false;
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}
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}
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/**
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* function to check if the not-equal functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkNotEqual($statement, $to_check)
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{
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if ($statement != $to_check) {
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return true;
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} else {
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return false;
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}
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}
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/**
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* function to check if the contains functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkContains($statement, $to_check)
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{
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if (strpos($to_check, $statement) !== false) {
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return true;
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} else {
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return false;
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}
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}
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/**
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* function to check if the do not contain functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkDoNotContain($statement, $to_check)
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{
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if (strpos($to_check, $statement) == false) {
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return true;
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} else {
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return false;
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}
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}
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/**
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* function to check if the start functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkStarts($statement, $to_check)
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{
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if (substr($to_check, 0, strlen($statement)) == $statement) {
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return true;
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} else {
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return false;
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}
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}
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/**
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* function to check if the ends functions are applied.
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*
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* @param type $statement
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* @param type $to_check
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*
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* @return bool
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*/
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public function checkEnds($statement, $to_check)
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{
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$to_check = strip_tags($to_check);
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if (substr($to_check, -strlen($statement)) == $statement) {
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return true;
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} else {
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return false;
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}
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}
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// function startsWith($to_check, $statement) {
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// // search backwards starting from haystack length characters from the end
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// return $statement === "" || strrpos($to_check, $statement, -strlen($to_check)) !== false;
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// }
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// function endsWith($to_check, $statement) {
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// // search forward starting from end minus needle length characters
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// return $statement === "" || (($temp = strlen($to_check) - strlen($statement)) >= 0 && strpos($to_check, $statement, $temp) !== false);
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// }
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/**
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* function to apply the action to a ticket.
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*
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* @param type $workflow_id
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* @param type $ticket_settings_details
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*
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* @return type array
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*/
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public function applyActionCondition($workflow_id, $ticket_settings_details)
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{
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$workflow_actions = WorkflowAction::where('workflow_id', '=', $workflow_id)->get();
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foreach ($workflow_actions as $workflow_action) {
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if ($workflow_action->condition == 'reject') {
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$ticket_settings_details = $this->rejectTicket($ticket_settings_details);
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} elseif ($workflow_action->condition == 'department') {
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$ticket_settings_details = $this->changeDepartment($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'priority') {
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$ticket_settings_details = $this->changePriority($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'sla') {
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$ticket_settings_details = $this->changeSla($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'team') {
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$ticket_settings_details = $this->changeTeam($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'agent') {
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$ticket_settings_details = $this->changeAgent($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'helptopic') {
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$ticket_settings_details = $this->changeHelptopic($workflow_action, $ticket_settings_details);
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} elseif ($workflow_action->condition == 'status') {
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$ticket_settings_details = $this->changeStatus($workflow_action, $ticket_settings_details);
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}
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}
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return $ticket_settings_details;
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}
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/**
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* function to reject ticket.
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*
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* @param array $ticket_settings_details
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*
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* @return type array
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*/
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public function rejectTicket($ticket_settings_details)
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{
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$ticket_settings_details['reject'] = true;
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return $ticket_settings_details;
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}
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/**
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* function to change the department of a ticket.
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*
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* @param type $workflow_action
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* @param type $ticket_settings_details
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*
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* @return type array
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*/
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public function changeDepartment($workflow_action, $ticket_settings_details)
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{
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$dept = Department::where('id', '=', $workflow_action->action)->first();
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if ($dept == null) {
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return $ticket_settings_details;
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} else {
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$ticket_settings_details['dept'] = $dept->id;
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return $ticket_settings_details;
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}
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}
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/**
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* function to change the priority of a ticket.
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*
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* @param type $workflow_action
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* @param type $ticket_settings_details
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*
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* @return type array
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*/
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public function changePriority($workflow_action, $ticket_settings_details)
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{
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$priority = Ticket_Priority::where('priority_id', '=', $workflow_action->action)->first();
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if ($priority == null) {
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return $ticket_settings_details;
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} else {
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$ticket_settings_details['priority'] = $priority->priority_id;
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return $ticket_settings_details;
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}
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}
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/**
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* function to change the SLA of a ticket.
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*
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* @param type $workflow_action
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* @param type $ticket_settings_details
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*
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* @return type array
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*/
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public function changeSla($workflow_action, $ticket_settings_details)
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{
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$sla_plan = Sla_plan::where('id', '=', $workflow_action->action)->first();
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if ($sla_plan == null) {
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return $ticket_settings_details;
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} else {
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$ticket_settings_details['sla'] = $sla_plan->id;
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return $ticket_settings_details;
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}
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}
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/**
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* function to assign tean to a ticket.
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*
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* @param type $workflow_action
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* @param type $ticket_settings_details
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*
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* @return type array
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*/
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public function changeTeam($workflow_action, $ticket_settings_details)
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{
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$team = Teams::where('id', '=', $workflow_action->action)->first();
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if ($team == null) {
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return $ticket_settings_details;
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} else {
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|
$ticket_settings_details['team'] = $team->id;
|
|
|
|
return $ticket_settings_details;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* function to assing a ticket to an agent.
|
|
*
|
|
* @param type $workflow_action
|
|
* @param type $ticket_settings_details
|
|
*
|
|
* @return type array
|
|
*/
|
|
public function changeAgent($workflow_action, $ticket_settings_details)
|
|
{
|
|
$agent = User::where('id', '=', $workflow_action->action)->where('role', '!=', 'user')->first();
|
|
if ($agent == null) {
|
|
return $ticket_settings_details;
|
|
} else {
|
|
$ticket_settings_details['assign'] = $agent->id;
|
|
|
|
return $ticket_settings_details;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* function to change the helptopic of a ticket.
|
|
*
|
|
* @param type $workflow_action
|
|
* @param type $ticket_settings_details
|
|
*
|
|
* @return type array
|
|
*/
|
|
public function changeHelptopic($workflow_action, $ticket_settings_details)
|
|
{
|
|
$help_topic = Help_topic::where('id', '=', $workflow_action->action)->first();
|
|
if ($help_topic == null) {
|
|
return $ticket_settings_details;
|
|
} else {
|
|
$ticket_settings_details['help_topic'] = $help_topic->id;
|
|
|
|
return $ticket_settings_details;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* function to change the status of a ticket.
|
|
*
|
|
* @param type $workflow_action
|
|
* @param type $ticket_settings_details
|
|
*
|
|
* @return type array
|
|
*/
|
|
public function changeStatus($workflow_action, $ticket_settings_details)
|
|
{
|
|
$status = Ticket_Status::where('id', '=', $workflow_action->action)->first();
|
|
if ($status == null) {
|
|
return $ticket_settings_details;
|
|
} else {
|
|
$ticket_settings_details['status'] = $status->id;
|
|
|
|
return $ticket_settings_details;
|
|
}
|
|
}
|
|
}
|